At Lumière Skincare, we want you to be completely satisfied with your purchase. This Refund Policy outlines the terms and conditions for returns and refunds of products purchased from our website lumiereskincare.com (the "Website").
1.1 30-Day Return Period: We offer a 30-day return period for most products purchased directly from our Website. The return period begins on the day you receive your order.
1.2 Statutory Right to Cancel: In addition to our voluntary returns policy, customers in the European Union have a statutory right to cancel orders within 14 days of receiving the goods (cooling-off period) without giving any reason, as detailed in our Terms and Conditions.
To be eligible for a return and refund, the following conditions must be met:
2.1 The product must be unused, unopened, and in its original packaging.
2.2 All product seals, labels, and protective films must be intact.
2.3 You must include the original receipt or proof of purchase.
2.4 The product must not be damaged due to misuse, neglect, or accidents.
2.5 Limited edition items, special promotions explicitly marked as non-refundable, and gift cards are not eligible for returns unless they are defective.
2.6 For hygiene reasons, we cannot accept returns of opened products unless they are defective.
3.1 If you receive a defective product, please contact our customer service within 14 days of receipt.
3.2 Defective products may be returned even if opened, and we will provide a full refund or replacement at no additional cost to you.
3.3 We may request photographs of the defective product or ask you to return the item for inspection.
4.1 To initiate a return, please contact our customer service team at info@lumiereskincare.com or call us at +44 972 002 2934.
4.2 Please provide your order number, the item(s) you wish to return, and the reason for your return.
4.3 Our customer service team will guide you through the return process and provide you with a Return Authorization Number (RAN) and return shipping instructions.
4.4 Returns sent without prior authorization or without a RAN may experience delays in processing or may be refused.
5.1 Standard Returns: For standard returns (non-defective products), you are responsible for the cost of return shipping. We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot be responsible for items lost during return shipping.
5.2 Defective Products: If you are returning a defective product, we will provide a prepaid return shipping label or reimburse your reasonable return shipping costs.
5.3 Returns should be sent to:
Lumière Skincare Ltd.
Returns Department
281 Moore Ferry
Marshallland, IP7 5SS
United Kingdom
6.1 Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.
6.2 We will also notify you of the approval or rejection of your refund.
6.3 If your return is approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 14 days. The time it takes for the refund to appear in your account depends on your payment provider and may take an additional 2-10 business days.
6.4 Refunds include the price of the product and any standard shipping charges you paid for the delivery of the product to you. Premium or expedited shipping costs are not refunded unless the return is due to our error or a defective product.
7.1 We do not process direct exchanges. If you wish to exchange a product, please return the original item following our return procedure and place a new order for the desired item.
7.2 If the exchange is due to a defective product, please contact our customer service team for assistance, as we may be able to expedite the process.
8.1 If the item was marked as a gift when purchased and shipped directly to you, you'll receive a gift credit for the value of your return.
8.2 If the item was not marked as a gift when purchased, we will send the refund to the original purchaser.
9.1 If you receive a package that appears damaged in transit, please refuse delivery if possible and contact us immediately.
9.2 If you've already accepted the package and then discover damage, please contact us within 48 hours of delivery with photographs of the damaged packaging and products.
10.1 Items purchased on sale or with a promotional discount are eligible for returns under the same conditions as regular-priced items, unless specifically marked as "final sale" or "non-returnable."
10.2 Refunds for sale items will be issued at the discounted purchase price.
11.1 If you cancel an order before it has been shipped, we will issue a full refund.
11.2 If your order has already been shipped when you request cancellation, you will need to follow the standard return procedure once you receive the products.
The following items cannot be returned:
13.1 If you return part of an order that qualified for a discount or promotional offer (such as "buy one, get one free" or "spend X amount and receive Y discount"), your refund will be adjusted to reflect the actual value you paid for the items you kept.
13.2 If returning part of an order causes the remaining items to no longer qualify for a previously applied discount, the value of that discount may be deducted from your refund amount.
14.1 We accept international returns. However, you are responsible for any customs fees, taxes, or duties incurred during the return shipping process.
14.2 International return shipping costs are the responsibility of the customer unless the return is due to our error or a defective product.
15.1 We reserve the right to reject refunds if:
15.2 If your return is rejected, we will contact you to explain the reason and arrange to ship the product back to you.
16.1 If you return an item that came with a promotional item or free gift, you must also return the promotional item or free gift in unused condition.
16.2 If you keep the promotional item or free gift, its value may be deducted from your refund.
We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. Your continued use of our services following the posting of changes constitutes your acceptance of such changes.
If you have any questions about our Refund Policy, please contact us at:
Lumière Skincare Ltd.
Customer Service Department
281 Moore Ferry
Marshallland, IP7 5SS
United Kingdom
Email: info@lumiereskincare.com
Phone: +44 972 002 2934